Modernizing the Citizen Experience by Dana Chisnell at Mind the Product 2015


The healthcare.gov launch in the US in 2013 has been well documented as one of the most disastrous product launches ever. In the aftermath of that launch the United States Digital Service was formed with a focus on improving the way IT services are delivered in government. Dana Chisnell, who has a long and storied career helping governments with user experience and is currently part of the USDS team, joined us at Mind the Product to share the legacy of that failure – a new approach to software development in the federal government, and a new way to think about the citizen experience.

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